Hi Chris,
It is somewhat hard to describe. Perhaps we can do a team viewer session into my phone so you can see it first hand.
I'm using a Samsung Galaxy Note 9, running Android 10.
The steps taken are:
1. Open the Pulseway Android app.
2. Drill down to one of the endpoints.
3. Tap "remote control."
4. Tap the available session.
5. Send Ctrl Alt Delete command of necessary.
6. Open the keyboard to type in the password.
This is where it is goofy. As I am typing, the character count doesn't increase in the remote password box. I can see the auto fill on the android keyboard populating, but it doesn't fill in on the host side...
I was finally able to login by typing the password, letting the autofill populate, tapping it to "send" it to the remote screen. I noticed that the character count was one too many, so I had to highlight it and backspace once to delete the space that the autofill adds...
The problem is that the autofill has a mind of its own and will not always accept the password, or will try to break it up, so it is extremely unpredictable as to what it actually sends to the host password box.
This behaviour is also seen after finally logging in to the host... When entering text into the host, I cannot get it to accept what I am typing without playing the "autofill game."
I call it autofill, but when I turned off the autofill in the Android keyboard, it did not help...
If it were an Andorid problem, I would experience the same thing when using other remote apps like chrome remote desktop or team viewer...
Kyle

I love the fact that we can now use the android app to remote into managed devices. It works well when the user is already logged in...
The problem I'm experiencing is when I remote control a Windows device and have to login. I bring up the keyboard no problem and try typing the password to that computer. What I am typing on my keyboard isn't typing in the password box on the PC. In other words, it never seems to respond and type the password letters as I am typing, hence I cannot login (invalid password). I suspect it has something to do with how Android on Samsung deals with autofill. Ironically, I don't have this problem when using the Team Viewer app on the same phone. That fact leads me to believe that it is a problem with the Pulseway Android App.
Using a Samsung Galaxy Note 9 running Android 10.

I know that this is an old thread, but the following workaround has worked for me in the past (with another PSA)...
Assuming that the support email box is an Exchange (or at least IMAP) mailbox, you can add that mailbox to the same email client as your direct email box. When a user emails the support request to your direct inbox, you can simply copy or move the message into the support inbox (or what ever folder you designated in the PSA to scan/parse). The email parser will "see" the email as if the client sent it to support@ and then create a ticket accordingly (it should then assign it to the correct client and user by parsing the from info). Then you can "work" the ticket within the PSA. When they start seeing replies from the PSA when you update the ticket (from support@), that might encourage then to start sending to support@ instead for future requests.
The act of physically copying the email message into the support inbox takes the same or less steps than your forwarding solution that didn't work as intended...
Hopefully this works for you.
If you don't like the idea of adding the support@ mailbox to your email client, the idea from Chris to add a new parser and have it scan a separate IMAP subfolder in YOUR inbox seems very feasable too. You can then move the message from your inbox to this subfolder for the parser to scan...

It is now September. What is the realistic ETA?
This is why it should be the TOP priority for development!
https://www.crn.com/news/channel-programs/continuum-msp-partner-hit-credentials-stolen-to-deploy-ransomware-to-several-end-customers
Two different MSPs, two different RMM tools. Is Pulseway next? I sure as heck hope not.
Especially since the agents have to authenticate with MY password! I suppose that in itself of a breach entry point.